Tackling the Top Three Challenges
of Back-Office Operations
Back-office operations are constantly being asked to do more
with less and walk a fine line to balance operational efficiency
and customer service.
In fact, many organizations struggle with these back-office challenges:
•
Increasing operational visibility and control
•
Improving employee productivity and resource capacity
•
Speeding turnaround times to meet service level agreements (SLAs).
Let’s take a closer look at solutions that can help your organization address these challenges.
1. Increase Operational Visibility and Control
It can be challenging to form a clear
picture of all your operations. Traditional,
walk-around management to visually
collect data isn’t feasible with remote
workers and different departments,
locations, systems, and processes across
your organization. You need a modern
way of working so your managers can
effectively manage the work and coach
employees to maximize capacity while
helping them reach their full productivity
potential.
Verint® Operations Visualizer™ helps
organizations gain operational visibility
and control. One component of this
innovative solution is Application
Analysis, which sits on the employee
desktop and captures the applications
employees use, when, and for how long.
“We didn’t have the measurable data we needed. As a result,
it was difficult for us to understand exactly how front-line
employees and managers were spending their time.”
- Director of Workforce Management and Capacity Planning,
Digital Financial Services Company
By categorizing applications as customer support / productionrelated or non-production related, the financial services
company was able to quickly identify opportunities to redirect
employees so they’re focused on the right activities, improving
employee productivity by 13 percent.
Read the digital financial services
firm’s success story.
2. Improve Employee Productivity
“Verint Workforce Engagement has helped
us create a holistic management and
reporting structure across our entire customer
service operations—both contact centers and
back office. It’s helping us drive operational
efficiencies and improve the customer
experience.”
Employee productivity is a sensitive subject. Leaders often lack real-time
performance data and instead rely on subjective, anecdotal discussions
supported by a few metrics. To tap into your organization’s hidden
capacity potential, managers and employees need consistent tools,
processes, and real-time visibility into performance trends and reports.
Verint Operations Visualizer includes role-specific scorecards to translate
- Director of Operational Performance
Management, Large, Non-profit Health Insurer
Application Analysis data into actionable performance metrics. The
scorecards enable employees to see how they are doing against key
Read the healthcare insurer’s success story.
metrics so they can adjust their behaviors to attain their goals and drive
better productivity.
3. Speed Turnaround Times
“We gained complete insight into process
inefficiencies, true volumes, skills, capacity,
and demand by the second. We use this
unrivalled insight to improve performance and
more effectively plan and balance workloads.
For the first time, the leadership team felt
empowered.”
Many back-office organizations lack a single, real-time view into all of
their work, even with a CRM or BPM system. Managers use spreadsheets
and email to try and bridge the gap between the work in the core
systems, and all the work done manually or outside these systems. As
a result, team members either do only what is in front of them or are
waiting for work to be given them. This approach obscures opportunities
to maximize capacity and speed turnaround times.
– Rebecca Henry, Operations Director, RSA
Verint Work Manager™ enables organizations to manage workloads in
The insight Verint Work Manager provides
can help managers balance workloads across
functions, to better ensure employees are doing
the right work, at the right time, in the most
efficient way.
real time across teams, functions, and systems. It automatically collects
work-item data from disparate systems to provide holistic visibility.
The solution includes dashboards that provide real-time, actionable
information to:
Read the RSA success story.
•
Show all work volumes: new, backlog, completed, and
current work status.
•
Provide analytics to simplify management processes.
•
Track progress towards meeting SLA targets, ensuring
exceptions don’t get lost.
operations. Our solutions incorporate automation and
•
Help identify bottlenecks and opportunities to
Learn how this innovative solution can help you gain
streamline processes.
visibility, increase productivity, and capture hidden
Verint is a provider of cloud solutions for back-office
analytics,and include Operations Visualizer QuickStart.
capacity in a few short weeks, for a fast ROI.
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